L1 Support Engineer - II

Field Service Engineer

As a SE you will be responsible for developing and maintaining strong relationships with both internal and external customers. You will drive customer satisfaction through service excellence, installing, maintaining and repairing wayside monitoring equipment (Vision and Acoustic systems) in the rail industry.

Duties and Responsibilities

Mandatory requirement to be able to travel frequently and work in the field.

Perform preventative maintenance in accordance with company standards, compliance standards and customer requirements.

Make corrective repair calls in a timely manner, aligned with customer contract requirements and repair the equipment in accordance with company standards and directives and customer requirements.

Ensure timely completion of Service Requests including the associated service ticket closure requirements and timesheets.

Install equipment in a high quality, professional manner with strong attention to detail in accordance with the company standards, compliance standards and customer requirements.

Update and maintain asset management records and register.

Provide timely and professional support to customers in the form of:

• Routine system and data quality monitoring.
• Technical support – remote and infield.
• Routine site visits.
• Non-routine (corrective) site visits.
• Software deployment.
• New system installation.

Provide timely and professional engineering support to the business in the form of:

• Identifying, testing and implementing new / alternative / replacement components for the KinetiX suite of products.
• Producing technical documentation / procedures.
• Develop good working relationships with customers and leverage these to assist in developing new and repeat business.
• Help establish, improve and maintain quality control processes and systems and documentation.
• Retain ownership of the service requests and problems until they are resolved.
• The Field Service Engineer is required to keep the customer and service manager informed on progress.
• Keep management and commercial account managers fully aware of all developments in the installed base.
• Manage time appropriately based on job urgency, part availability, and customer expectations.
• Exhibit Wabtec Core Values.

Working Relationships

This position reports directly to the National Service Manager.

There are no direct reports to this position.

The position is expected to have regular contact with existing customers, and provide technical input as required to prospective customers.

The position has relationships across the business as follows:

• Service and Support, Sales, Technical Product Managers, Engineering, Production and Project Management in meeting their customer expectations.
• Ensure customer feedback and/or business opportunities are fed to TPMs and Business Development Manager for follow-up.

Qualifications and Skills

Customer focused work ethic.

Ability to follow and enforce quality processes.

Electronic / Electrical Engineering, Electronics Technician or equivalent electrical trade.

Strong mechanical aptitude is required.

The role will have a strong focus on Electronic, Vision, Laser and acoustic systems.

Networking & PC skills experience is required.

Experience working in the rail industry.

Excellent English verbal and written communication skills.

Ability to synthesize complex issues and communicate in simple messages.

Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers).

Excellent organizational and time management skills.

The ability to travel across Australia & NZ is required. Global travel may be required to support installation works.

Possess a valid Australian C Class Drivers License.

Competency in the installation, setup, maintenance and troubleshooting of software, electrical and mechanical systems.

Competency in the use of common mechanical and electrical discipline hand tools.

Competency in the use of Microsoft Windows operating systems and the Microsoft Office suite of products.

Ability to create formal documentation: e.g. information request responses, quotations, work instructions, product documentation.

The ability to work under pressures of weekly, monthly and project deadlines.

Installation, configuration and maintenance of server systems including operating systems.

Accountability and Authority

Accountability: The incumbent is accountable for:

• Maintaining tooling and PPE for the business location.
• Allocation of spare parts under warranty and support agreements.
• Delivery of support within SLA as agreed with customers.

Authority: The position has the authority to – within DOA limits:

• Make time critical decisions in the rectification of system faults.
• Issue quotations to customers.

The position does not possess the authority to hire and fire staff, review performance of staff, or adjust staff salaries.

Performance in this role shall be measured by:

• Response time and Resolve Times of Support Requests.
• Documentation of job tickets, time sheets and administrative tasks as required.
• Exhibiting Wabtec core values.